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Reed in Sunderland is currently recruiting for a Customer Service Operator for a well-regarded organisation within the logistics sector. This role is essential for delivering exceptional customer service, building strong, lasting client relationships, and enhancing customer satisfaction and retention.
Benefits:
- Competitive pension scheme
- Free parking
- 28 days holiday
- Access to Perkbox for various discounts and offers
- Opportunities for professional growth and development
- Working Hours: Monday - Friday, 40 hours per week between core hours of 8am - 6pm (flexible start times)
Key Duties:
- Act as the primary liaison for designated accounts, ensuring a high degree of customer satisfaction and loyalty.
- Develop and maintain strong relationships with key stakeholders within customer accounts.
- Regularly engage with clients to understand their requirements, challenges, and expectations, offering proactive support and solutions.
- Represent the customer's perspective within the company, relaying client feedback and championing their needs across various teams.
- Collaborate with internal departments (e.g., operations, sales, logistics, finance) to ensure timely and precise delivery of products/services.
- Monitor account performance and service level agreements.
- Address escalated customer enquiries or issues with effective problem-solving skills, ensuring solutions are implemented swiftly and efficiently.
- Resolve service or product issues by working alongside relevant teams and maintaining communication with the client throughout the process.
- Identify opportunities for process enhancement, propose methods for streamlining client management practices, and help optimise workflows.
- Stay informed about industry trends, client needs, and competitor activities to ensure the company remains competitive and responsive to market demands.
Required Skills & Experience:Â
- Demonstrated experience in a Customer Service Operator role or similar.
- Exceptional relationship-building capabilities, being personable, approachable, and capable of establishing trust and rapport with clients at all levels.
- A proactive mindset, anticipating client needs and addressing issues before they escalate.
- An empathetic approach, understanding the customer’s viewpoint and prioritising their needs.
- Detail-oriented, ensuring high accuracy in all aspects of work, particularly when managing complex accounts or data.
- Goal-driven, focused on achieving client satisfaction and organisational objectives.
